Knowledge Base

The Knowledge Base is used to share useful information with end users and/or specialists. Any specialist can quickly create a Knowledge Base article. It’s easiest to do this based on a request record. At the same time, the Knowledge Base article can be made available to end users so they don’t need to submit a request for information.

Service Desk Analysts and specialists can use information from Knowledge Base articles as a supporting tool for their work and include it in requests for end users who created those requests.

Anyone with a specialist role within accounts, can add Knowledge Base articles to this space and update those articles as long as their status is ‘In Progress’ or ‘Not Verified’. A knowledge manager can update Knowledge Base articles regardless of their status, make them available to end users, and archive them if they are no longer relevant.

By selecting a specific article, a specialist can use the “Duplicate Knowledge Base Article” option in the action menu – in this case, they copy the article’s information and paste it into a new article.

By selecting an existing problem record with a workaround (i.e., a known error), a specialist can use the “Link to New Knowledge Base Article” option (found in the action menu) – in this case, the workaround will be added to the Knowledge Base article.

The Knowledge Article Fields page presents recommendations for using each of the fields in the Knowledge Base article form.